For over 14 years, Julie has been passionate about service and support management. Her broad range of experiences include working as a Managing Consultant for outsourcing providers ARC and Pomeroy as well as NASA, The National Institute of Health and the Department of Education. Julie is a certified Helpdesk Director from Helpdesk 2000 and certified ITIL Service Manager. Julie provides imaginative insight and dynamic leadership to transform IT service and support organizations into best practice, customer-focused environments.

Julie has helped organizations to implement Knowledge Management, ITIL processes, organization structures, service catalogues, and service level management. Julie is an active contributor to the future development of the industry through speaking engagements at conferences and publishing articles on best practices. Julie is the author of The Help Desk Audit: Blueprint for Success, The Help Desk Toolkit: Companion CD and The Help Desk Dictionary, and maintains a service desk enhancement website at www.blueprintaudits.com. She is also a member of IEEE Computer Society, the Help Desk Institute, itSMF, ICMI and the Association of Support Professionals.